Method and system for estimating call urgency for improved call queue management

A computing apparatus for handling a telephone call, the computing apparatus comprising:

• a processor;
• a memory;
• and
• a communication interface coupled to each of the processor and the memory,
• wherein the processor is configured to:
• receive, via the communication interface, a first incoming telephone call from a first person;
• determine a geographical location from which the first incoming telephone call is originated;
• retrieve news information that relates to the geographical location;
• and
• assess, based on the news information, an urgency of the first incoming telephone call,
• wherein the processor is further configured to perform the assessment by:
• selecting, based on the news information from among a predetermined plurality of categories, a category that is associated with a description of the geographical location;
• and
• estimating, based on the news information and the selected category, a numerical score that indicates a relative urgency of the first incoming telephone call, and
• wherein the predetermined plurality of categories includes a first category that relates to natural disasters, a second category that relates to weather events, a third category that relates to crises caused by human activity, and a fourth category that relates to ordinary situations.

A non-transitory computer readable storage medium storing instructions for handling a telephone call, the storage medium comprising executable code which, when executed by a processor, causes the processor to:

• receive a first incoming telephone call from a first person;
• determine a geographical location from which the first incoming telephone call is originated;
• retrieve news information that relates to the geographical location;
• and
• assess, based on the news information, an urgency of the first incoming telephone call,
• wherein when executed, the executable code further causes the processor to perform the assessment by:
• selecting, based on the news information from among a predetermined plurality of categories, a category that is associated with a description of the geographical location;
• and
• estimating, based on the news information and the selected category, a numerical score that indicates a relative urgency of the first incoming telephone call, and
• wherein the predetermined plurality of categories includes a first category that relates to natural disasters, a second category that relates to weather events, a third category that relates to crises caused by human activity, and a fourth category that relates to ordinary situations.